Facility Management

Perspectives of the FM Market Development

This paper discusses the evolution of the Facility Management industry from the 1980s to the present and offers some predictions about where the industry is heading in the future.

The changing demands in the market require a new way of thinking about the delivery of FM. The industry is transforming from a predominantly single-service local outsourcing model to an integrated services delivery model that seamlessly meets the core needs of the customer on a national and even global scale.

Managing and Mitigating risk within Strategic Facility Management

The subject of this paper is risk management and mitigation through strategic facility management (FM), and it is based on fieldwork performed by the Vienna University of Technology, Department of Information and Facility Management (IFM); PriceWaterhouseCoopers Austria (PwC); and experiences derived from the delivery side of the service provider ISS Austria’s FM business.

Defining Service Excellence in Facility Management

This whitepaper concludes two main themes emerging in driving service excellence in FM. Firstly, that excellence is underpinned by consistency, and secondly, an absolute confidence in delivering to an agreed set of standards. But research also shows that this consistency is not enough in itself to guarantee service excellence.

Trends and Developments within Facility Management

The paper deals with further trends and developments within Facility Management based on the fieldword of the Vienna University of Technology, department of Information and Facility Management, and experiences from the delivery side of the Facility Management business through service provider ISS.

ISS was founded in Copenhagen in 1901 and has grown to become one of the world's leading facility services companies with revenues in 2016 amounting to DKK 79.2 billion. The secret to our success lies in how we tailor our solutions to client needs, how we manage risk, and how our engaged team of more than 490,000 staff members add the power of the human touch in everything we do.